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The Resource If Disney ran your hospital : 91/2 things you would do differently, by Fred Lee

If Disney ran your hospital : 91/2 things you would do differently, by Fred Lee

Label
If Disney ran your hospital : 91/2 things you would do differently
Title
If Disney ran your hospital
Title remainder
91/2 things you would do differently
Statement of responsibility
by Fred Lee
Title variation
  • 9 1/2 things you would do differently
  • Cultural insights from a hospital executive who became a Disney cast member
Creator
Contributor
Author
Subject
Language
eng
Summary
Using examples from his work with Disney and as a senior-level hospital executive, author Fred Lee challenges the assumptions that have defined customer service in healthcare. In this unique book, he focuses on the similarities between Disney and hospitals - both provide an "experience," not just a service. It shows how hospitals can emulate the strategies that earn Disney the trust and loyalty of their guests and employees. The book explains why standard service excellence initiatives in healthcare have not led to high patient satisfaction and loyalty, and it provides 9 1/2 principles that will help hospitals gain the competitive advantage that comes from being seen as "the best" by their own employees, consumers, and community
Cataloging source
WSB
http://library.link/vocab/creatorDate
1939-
http://library.link/vocab/creatorName
Lee, Fred
Dewey number
362.1068
Illustrations
illustrations
Index
no index present
LC call number
RA971
LC item number
.L34 2004
Literary form
non fiction
Nature of contents
bibliography
http://library.link/vocab/relatedWorkOrContributorName
Second River Healthcare Press
http://library.link/vocab/subjectName
  • Hospitals
  • Patient satisfaction
  • Consumer satisfaction
  • Health services administration
  • Hospital Administration
  • Consumer satisfaction
  • Health services administration
  • Patient satisfaction
Target audience
specialized
Label
If Disney ran your hospital : 91/2 things you would do differently, by Fred Lee
Instantiates
Publication
Copyright
Note
"Cultural insights from a hospital executive who became a Disney cast member"--Cover
Bibliography note
Includes bibliographical references
Carrier category
volume
Carrier category code
nc
Carrier MARC source
rdacarrier.
Content category
text
Content type code
txt
Content type MARC source
rdacontent.
Contents
Redefine your competition and focus on what can't be measured -- Make courtesy more important than efficiency -- Regard patient satisfaction as fool's gold -- Measure to improve, not to impress -- Decentralize the authority to say yes -- Change the concept of work from service to theater -- Harness the motivating power of imagination -- Create a climate of dissatisfaction -- Cease using competitive monetary rewards to motivate people -- Close the gap between knowing and doing
Control code
798892031
Dimensions
22 cm
Extent
203 pages
Isbn
9780974386003
Lccn
2004100061
Media category
unmediated
Media MARC source
rdamedia.
Media type code
n
Other physical details
illustrations
System control number
(OCoLC)798892031
Label
If Disney ran your hospital : 91/2 things you would do differently, by Fred Lee
Publication
Copyright
Note
"Cultural insights from a hospital executive who became a Disney cast member"--Cover
Bibliography note
Includes bibliographical references
Carrier category
volume
Carrier category code
nc
Carrier MARC source
rdacarrier.
Content category
text
Content type code
txt
Content type MARC source
rdacontent.
Contents
Redefine your competition and focus on what can't be measured -- Make courtesy more important than efficiency -- Regard patient satisfaction as fool's gold -- Measure to improve, not to impress -- Decentralize the authority to say yes -- Change the concept of work from service to theater -- Harness the motivating power of imagination -- Create a climate of dissatisfaction -- Cease using competitive monetary rewards to motivate people -- Close the gap between knowing and doing
Control code
798892031
Dimensions
22 cm
Extent
203 pages
Isbn
9780974386003
Lccn
2004100061
Media category
unmediated
Media MARC source
rdamedia.
Media type code
n
Other physical details
illustrations
System control number
(OCoLC)798892031

Library Locations

    • J. Otto Lottes Health Sciences LibraryBorrow it
      1 Hospital Dr, Columbia, MO, 65201, US
      38.939544 -92.328377
    • Engineering Library & Technology CommonsBorrow it
      W2001 Lafferre Hall, Columbia, MO, 65211, US
      38.946102 -92.330125
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